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EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect.
We are headquartered in New York and have more than 60,000 employees spanning six continents. For more information, visit www.exlservice.com.
Role Details
Role Title: Service Desk Performance Manager
Location: Manchester, United Kingdom
Employment Type: Permanent
Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.
Summary of the role
* As Service Desk Performance Manager is responsible for leading Team Managers and Analysts across SMETs, and Switching services within the service desk, ensuring optimal performance.
* Reporting to the Service Centre Manager, this role will drive metrics‑led performance improvements to support our client and the industry in which they serve.
* Close collaboration with the Customer, Change and Continuous Improvement Manager, you will integrate feedback and change initiatives into performance strategies while partnering with the Service Desk Development Manager will ensure that our colleagues optimise their development through our digital learning platforms, and SMART Academy. Using insight in action will ensure that we continually innovate, progress and align with L&D and compliance requirements.
* This role is critical to deliver an efficient, effective and reliable service and ensuring that we remain a trusted partner and point of reference for our Smart meter and Switching operations upholding our client standards for service excellence and adherence to all SLAs.
* This role will be required to pull data from our client dashboards and systems and provide accurate reporting for performance, and other key metrics.
As part of your duties, you will be responsible for:
* Oversee Team Managers for SMETS and Switching operations, managing workloads, coaching and performance reviews to achieve SLAs, incident triage, query resolution and data accuracy.
* Monitor key performance indicators (KPIs) using dashboards for tracking and reporting.
* Implement performance improvement strategies and plans to address gaps.
* Lead root cause analysis for underperformance, collaborating with the client organization and on cross‑team initiatives to enhance service desk efficiency and reduce reliance on manual interventions.
* Ensure team adherence to operational standards, SEC, REC compliance, and cyber security protocols whilst fostering a high‑performance culture focused on customer outcomes.
* Provide strategic insights to leadership on performance trends, resource needs and opportunities for smart meter operations.
* Collaborate with peers to ensure strong Customer Effort Scores (CES) and attend monthly desk‑to‑desk service calls in collaboration with the client organisation.
Qualifications and experience we consider to be essential for the role:
* Qualification in Management Operations or a related discipline; advanced certifications (e.g. ITIL, PMP) is preferred.
* 7+ years in performance management or operations leadership, preferably in service desk or energy service desks, with experience in smart metering and/or switching processes.
* Track record of managing distributed teams in high volume environments, delivering measurable improvements in Customer Satisfaction.
Skills and Personal attributes we would like to have:
* Strong self‑awareness, excellent leadership and motivational skills, with expertise in performance analytics and CRM tools (e.g. Service Now, Remedy) and coaching methodologies.
* In depth understanding of Smart Meter technologies and switching protocols with a focus on regulatory compliance.
* Data‑drive decision making coupled with resilience in managing fast‑paced, metric led operations.
* Collaborative and strong interpersonal and stakeholder management skills.
* One‑team oriented approach, excelling in forging collaborative environments to support our client goals.
As part of a leading global analytics and digital solutions company, you can look forward to:
* A market competitive package and a rewarding pension.
* EXL provides everyday financial well‑being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
* At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
* As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
* EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
To be considered for this role, you must already be eligible to work in the United Kingdom.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
General Business, Customer Service, and Project Management
Industries
Business Consulting and Services
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